The primary responsibility of the Quality Supervisor is the implementation, support, and management of practices for assuring that quality and processes adhere to standards and internal quality audits
Coordinating control plans and action plans to achieve expected results
Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiatives.
Facilitating or leading training on quality management tools
Presentation skills
Scrub, analyze, and present Quality and CSAT data
A Quality Supervisor has a dual role to play: maintain maximum Quality and ensure highest motivation within their own QA Team as well as ensuring Quality and keeping the process agents motivated.
To ensure customer satisfaction through monitoring agent interaction with the customer.
To ensure that the CSRs [Customer Service Representatives] are updated regarding new products, processes and services launched by the company.
To manage a QA team to ensure effective monitoring and evaluation of the reps on a regular basis.
To devise systems to identify opportunity areas of individual agents and ensure proper feedback via QA e-mails, instant feedback, counseling, short coaching, and training requirements.
To gain, verify and impart (train) product/process knowledge to the agents through to achieve maximum consumer satisfaction.
To strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed.
To perform other duties as assigned.
To conduct calibration sessions between the QA members and team leaders to ensure efficient and effective communication of customer wants and needs.
To prepare different reports in line with company objectives, including Daily Quality Score report, Performance Improvement Initiative report and Monthly QA report.
To develop new ideas to improve overall quality in the process.
Qualifications
At least 1 year in role Experience as a Quality Supervisor
Strong PC and office software skills.
Excellent verbal and written communication skills required.
Strong customer service and interpersonal skills.
Strong people management skills.
Research, analytical, and problem-solving skills.
Knowledge and effective use of quality management processes and tools.
Applicants must be willing to work on site in Palawan
